Application Support Engineer

Persistent Systems; Pune District; Hybrid; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work option

Flexible hours

Long service awards

Insurance coverage

Job summary

Persistent Systems is seeking an Applications Support Engineer to ensure reliable operation of business-critical payments applications. You will monitor environments, troubleshoot issues, and manage escalations in a 24x7 setting.

You will work with Linux servers and AWS, handle inquiries via multiple channels, and drive incident resolution with cross-functional teams. A strong focus on customer experience and operational excellence is expected.

Qualifications

• 3 to 5 years of experience in Application Support, Production Support, or Technical Support roles.
• Experience in a 24x7 support model with incident and problem management responsibilities.
• Strong Linux administration and troubleshooting skills.
• Experience with AWS cloud services and cloud-based application environments.
• Good understanding of the Payments domain, payment processing workflows, and transaction lifecycle.
• Familiarity with CRM and support tools such as Salesforce, Zendesk, Freshdesk, or ServiceNow.

Responsibilities

• Respond to customer inquiries and support requests through phone, email, chat, and ticketing systems.
• Monitor application performance and ensure high availability of production systems.
• Investigate, troubleshoot, and resolve application and production-related issues within defined SLAs.
• Analyze application logs, system alerts, and monitoring dashboards to identify root causes of incidents.
• Support payment applications and transaction-processing systems in a 24x7 support environment.
• Work with Linux servers to diagnose and resolve infrastructure and application issues.
• Log, track, prioritize, and manage incidents using ticketing tools.
• Escalate complex issues to development, infrastructure, or product teams and track them through resolution.
• Communicate incident status updates and resolution details to internal and external stakeholders.
• Perform application health checks, production validations, and system monitoring activities.
• Support deployment activities, release validations, and post-production monitoring.
• Maintain detailed records of incidents, root-cause analysis, and support activities.
• Identify recurring issues and recommend process improvements and preventive measures.
• Collaborate with cross-functional teams to improve application stability and customer experience.
• Ensure compliance with operational procedures, support processes, and quality standards.

Skills

Customer focus

Proactive

Incident management

Troubleshooting

Communication

Stakeholder management

Analytical

Multitasking

Tools

Salesforce

Zendesk

Freshdesk

ServiceNow

Linux

AWS

Job description

We are seeking a customer-focused and proactive Application Support Engineer to provide exceptional support for business-critical applications within the Payments domain. The ideal candidate will be responsible for monitoring production environments, troubleshooting application issues, managing customer escalations, and ensuring high system availability in a 24x7 support environment. This role requires strong technical expertise in Linux, AWS, production support, and customer communication to deliver a seamless support experience while maintaining operational excellence.

• Location: Pune
• Experience: Between 3 to 5 Years
• Job Type: Full Time Employment

What You'll Do:

• Respond to customer inquiries and support requests through phone, email, chat, and ticketing systems.
• Monitor application performance and ensure high availability of production systems.
• Investigate, troubleshoot, and resolve application and production-related issues within defined SLAs.
• Analyze application logs, system alerts, and monitoring dashboards to identify root causes of incidents.
• Support payment applications and transaction-processing systems in a 24x7 support environment.
• Work with Linux servers to diagnose and resolve infrastructure and application issues.
• Manage and support cloud-based environments hosted on AWS.
• Log, track, prioritize, and manage incidents using ticketing tools.
• Escalate complex issues to development, infrastructure, or product teams and track them through resolution.
• Communicate incident status updates and resolution details to internal and external stakeholders.
• Perform application health checks, production validations, and system monitoring activities.
• Support deployment activities, release validations, and post-production monitoring.
• Maintain detailed records of incidents, root-cause analysis, and support activities.
• Identify recurring issues and recommend process improvements and preventive measures.
• Collaborate with cross-functional teams to improve application stability and customer experience.
• Ensure compliance with operational procedures, support processes, and quality standards.

Expertise You'll Bring:

• 3 to 5 years of experience in Application Support, Production Support, or Technical Support roles.
• Strong experience supporting business-critical applications in a production environment.
• Experience working in a 24x7 support model with incident and problem management responsibilities.
• Good understanding of the Payments domain, payment processing workflows, and transaction lifecycle.
• Strong Linux administration and troubleshooting skills.
• Experience working with AWS cloud services and cloud-based application environments.
• Experience in monitoring, diagnosing, and resolving application performance issues.
• Ability to analyze logs, system alerts, and production incidents effectively.
• Familiarity with ticketing tools and incident management processes.
• Strong understanding of application support methodologies, release support, and operational best practices.
• Experience working with customer support, helpdesk, or technical support environments.
• Knowledge of monitoring and observability tools is preferred.
• Familiarity with CRM and support tools such as Salesforce, Zendesk, Freshdesk, or ServiceNow will be an added advantage.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication abilities.
• Ability to multitask, prioritize issues, and manage high-pressure situations effectively.
• Strong customer-handling and stakeholder-management skills.
• Ability to collaborate effectively with development, infrastructure, and business teams.
• Self-motivated with a strong sense of ownership and accountability.
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment.

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."